Problem Solving
Instruction: Identify and list
all dos and don’ts of customer handling situations from the conversation below.
Customer: Good morning. I purchased a computer from your company last month. Unfortunately, I'm not satisfied with my new computer. I'm having a lot of problems.
Customer Care Representative: What seems to be the problem?
Customer: I'm having problems with my Internet connection, as well as repeated crashes when I try to run my word-processing software.
Customer Care Representative: Did you read the instructions that came with the computer?
Customer: Well, yes. But the troubleshooting section was no help.
Customer Care Representative: What happened exactly?
Customer: Well, the Internet connection doesn't work. I think the modem is broken. I'd like a replacement.
Customer Care Representative: How were you using the computer when you tried to connect to the Internet?
Customer: I was trying to connect to the Internet! What kind of question is that?
Customer Care Representative: I understand you're upset, Sir. I'm just trying to understand the problem. I'm afraid it's not our policy to replace computers because of glitches.
Customer: I bought this computer with the software pre-loaded. I haven't touched anything.
Customer Care Representative: We're sorry that you've had a problem with this computer. Could you bring in your computer? I promise you we'll check the settings and get back to you immediately.
Customer: OK, that will work for me.
Customer Care Representative: Is there anything else I need to know about this that I haven't thought to ask?
Customer: No, I'd just like to be able to use my computer to connect to the Internet.
Customer Care Representative: We'll do our best to get your computer working as soon as possible.
Happy Learning!
Customer: Good morning. I purchased a computer from your company last month. Unfortunately, I'm not satisfied with my new computer. I'm having a lot of problems.
Customer Care Representative: What seems to be the problem?
Customer: I'm having problems with my Internet connection, as well as repeated crashes when I try to run my word-processing software.
Customer Care Representative: Did you read the instructions that came with the computer?
Customer: Well, yes. But the troubleshooting section was no help.
Customer Care Representative: What happened exactly?
Customer: Well, the Internet connection doesn't work. I think the modem is broken. I'd like a replacement.
Customer Care Representative: How were you using the computer when you tried to connect to the Internet?
Customer: I was trying to connect to the Internet! What kind of question is that?
Customer Care Representative: I understand you're upset, Sir. I'm just trying to understand the problem. I'm afraid it's not our policy to replace computers because of glitches.
Customer: I bought this computer with the software pre-loaded. I haven't touched anything.
Customer Care Representative: We're sorry that you've had a problem with this computer. Could you bring in your computer? I promise you we'll check the settings and get back to you immediately.
Customer: OK, that will work for me.
Customer Care Representative: Is there anything else I need to know about this that I haven't thought to ask?
Customer: No, I'd just like to be able to use my computer to connect to the Internet.
Customer Care Representative: We'll do our best to get your computer working as soon as possible.
Happy Learning!
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